RCN digital conversion blunder

RCN's Move to Digital Causes Confusion in D.C.

RCN, formerly known by the brand name Starpower, said it notified customers about the change in their monthly bills and on commercials. Customers in Falls Church and Montgomery County have already made the switch. But last week's change left hundreds of District customers confused and frustrated.

Count me as one of those customers. I have received mailings promising a free converter box, called and asked for one to be mailed, and am still waiting for my free converter box. Grrrr.

Customer relations in the age of social media

Wayan asks if RCN is blocking Revver:

Revver works fine on my neighbour’s Verizon-provided Internet and other ISPs around DC. Its only RCN accounts that seem to be unable to access Revver.

His attempts to contact RCN for an explanation were unsuccessful.

There is no more important aspect of public relations than good customer service. When we think of pubic relations we think of getting good press and maybe corporate sponsored charity. We don’t think of answering the phone and solving a customer’s problem, but that is what defines a company’s reputation.

Customer service is not a career fast track. Maybe that is part of the problem. Maybe if company’s promoted from within, and promoted from those who deal directly with customers, they would have better customer service.